Director of Customer Experience

Director of Customer Experience

The Director of Customer Experience will be responsible for building a best-in-class customer experience for providers in the Alma community and their clients.  In this role, you will own our member retention strategy and the resulting member outreach and interventions to drive engagement. You will build out the member journey, which includes onboarding, ongoing support, in addition to our enablement function that powers our experience team.  The position requires a balance of analytical thinking and hands-on leadership capabilities to develop our existing member experience workflows and to scale the team as it grows to support the needs of the business. 

The ideal candidate has scaled a customer experience team at a high growth startup before and has a deep passion for our mission and the future of mental health.

What you’ll do:

Strategy:

• Develop and execute a holistic member experience strategy that wows our members & their clients and builds loyalty; this includes our onboarding, CX, and enablement functions within the Member Experience team
• Oversee building our membership dashboards and member health strategy that will drive our outreach strategy to support members.  This will be in close partnership with our product marketing team.
• Build a knowledge management system that supports continued growth & scale, but doesn’t compromise on depth & quality of knowledge across all of our member product lines
• Create project and implementation plans for any new CX tech tools; strategize and research ability to add new technologies and support channels to our customer experience mix
• Drive improvements to workflows and processes to streamline internal communications between CX and cross-functional teams and meet KPIs without sacrificing customer experience
• Establish & enact a robust QA program across the CX team
• Collaborate with cross-functional teams to share data-driven customer feedback and insights to help inform improvements
• Utilize customer insights to make recommendations to further drive brand loyalty and improve the customer experience

Operations:

• Lead and scale our Support and Onboarding team and build a strategy to retain our CX team as it grows
• Identify and implement key tools to track customer satisfaction and capture service metrics, including number of tickets answered, response times and trends in product issues
• Drive team performance against KPIs and SLAs, adhering to company communication quality standards to provide best-in-class customer service
• Build team training programs that foster subject matter expertise across our different products for effective onboarding of new customer experience team members

Who you are:

• You have 6+ years of experience in delivering best-in-class customer service
• You’ve scaled and improved efficient operations teams, managing multiple operational processes/workflows
• You have exceptional leadership, management, hiring, and training skills with demonstrated ability to manage team members at different levels
• You're an excellent communicator with the ability to foster consistent delivery of brand voice and tone across multiple customer-facing channels
• You have excellent project/process management skills, and are always thinking about what can be better and faster 
• You’re very well versed on customer experience tools and reporting - ideally you have experience with Salesforce, Zendesk and Guru
• You have a strong command of data and analytics
• You have managed a remote team and are excited at the chance to build out a remote organization
• You can build relationships and drive cross-organization alignment
• You have a deep passion for our mission and the future of mental health
• You’ve worked in a fast paced startup, even better if it was in the healthcare sector